Complaint Review: IKEA USA

To Whom It May Concern:

On April 4th, I placed an order # 384962499 for (2) Hemnes 8-drawer dressers in the amount of $597.  Included in that total cost, IKEA charged a $99 delivery fee.  The lead time was about a month and the delivery date was May 1st.  Weeks passed by and there was absolutely no email or phone communication from IKEA with tracking information, updated delivery date, nothing.  I understand a lot of online retailers are citing logistical issues due to COVID-19.

  I have ordered furniture from many online retailers such as Wayfair, Amazon, Best Buy, Home Depot and Overstock.  I recently moved into a new home.  Furthermore, those companies have provided timely tracking from their carriers (Amazon Logistics, USPS, UPS, etc.)  All of these deliveries showed up early or on time.  I tried calling IKEA on their customer service line only to get hung up on with no live agent.  They offer no email options except to cancel orders.  I have used social media such as Twitter and Facebook with no success. 

Finally, at 9:26pm on May 1st, I received an email from IKEA stating that they shipped my dressers via XPO Logistics.  The email stated my delivery window was 5/1/20 and here it is 9pm on 5/1?!?  There is no tracking number to track the item through XPO Logistics.  This is very unorthodox.  I received a second email last night for customer feedback.  I will be completing that today.  I received a third email this morning stating that my new delivery date is 5/4/20 and that once the order is ready for delivery, I will receive a delivery window for Monday. 

It is Saturday, 5/2!  I tried calling the IKEA customer service line and finally spoke to an operator.  She informed me that my dressers were delivered according to her system.  I told her they did not.  She put me on a brief hold, then I get transferred into an automated customer survey and was hung up on.  I am now dialed back into the customer service line after being booted 3 more times earlier.  IKEA has an automated robo message that punts calls and hangs up citing high call volumes.  I spoke to a second live representative.  Told me to hold while she called XPO Logistics and I got hung up again and asked to complete a survey.  She gave me the XPO contact number and said my order is in NJ.  She denied giving me a refund on shipping. 

I want a full shipping refund for this nightmare of an order and overall experience.  IKEA doesn't deliver on time, evades all communication and cannot give a straight answer on where my items are located.  Clearly, IKEA is not capable of handling online orders during COVID-19 and should cease all operations until the stay at home orders are lifted.  I have utilized curbside pickup at Best Buy and Home Depot.  They have their operations together and the infrastructure to handle orders.  Please feel free to reach out to me via email or phone with any questions.  I will be filing several complaints through various channels until I get resolution.  I've read hundreds of similar consumer complaints on social media and these are egregious, capricious and unethical business practices.  IKEA has been lackadaisical with communication, organization and resolution.

Regards,

David F. Crow